Digital Customer Experience Expert

4 days ago


Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche Gruppe Full time

We are seeking a skilled Digital Customer Experience Expert to join our team. As a Digital Customer Experience Expert, you will be responsible for providing technical assistance to our customers and end-users in a digital environment.

About the Role

As a Digital Customer Experience Expert, you will work closely with our technical teams to resolve customer inquiries and issues in a timely and professional manner. Your excellent communication skills and problem-solving abilities will enable you to provide clear and concise solutions to our customers' needs.

Responsibilities

  1. Providing first level support for software and hardware incidents and service requests for Apple, Windows, and Google environments via multiple channels (e.g., by telephone, email, chat, self-service portal, ticketing application, etc.).
  2. Learning and sharing knowledge in different forms, from contributing articles in the Knowledge Database to delivering trainings or facilitating forums.
  3. Representing the End Users' needs and issues, escalating situations as required.
  4. Keeping them informed on the status of their request and guiding for their best satisfaction and productivity.

Requirements

  • University education, preferably in IT or a related discipline, and fluency in English and Mandarin.
  • Fresh graduates or 3-4 years of broad-ranging experience in a call center, help desk, or IT desk side support environment.
  • Preferably, an ITIL v4 Foundation Course certificate or similar.
  • Experience with Apple and Microsoft operating systems and devices, Google suite, Microsoft Office products, SAP, SharePoint, corporate wired/wireless networks, and video conferencing systems, and at least one ticket tool (e.g., HP Service Manager, ServiceNow).


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